Customer Satisfaction for P&C Claims Hits All-Time High
New data from J.D. Power indicates that despite record-high property losses due to hurricanes, earthquakes, and wildfires in North America in 2017, consumer satisfaction among homeowners filing property insurance claims has reached an all-time high score of 860 out of a possible 1,000. A key driver of customer satisfaction is managing time expectations, as customers seemed to find being well-informed more important than speed of claim settlement. The report shows that even homeowners who experienced the longest time to settlement still rated their experience above the industry average when their time-frame expectations were managed well.
Particularly noteworthy, customer satisfaction in Texas and Florida — two of the areas hardest-hit by hurricanes — show below-average results, spotlighting “areas where there is still room for improvement among insurers,” says David Pieffer, leader of J.D. Power's property and casualty insurance practice.